Player i received was not showing up!

Hello EA Support,

I redeemed 120 OVR João Neves from the Store's shard exchange in FC Mobile. The shards were deducted, and I successfully received the player.

I switched to Instagram briefly to look for a striker. When I returned to FC Mobile, João Neves was missing from both my Club and my team. My shards have not been refunded either.

Please investigate my account and help me recover my missing player or the shards I spent.

Thank you.